Callminer

JULY 22, 2018

And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. challenges can include how to effectively manage and support customer service agents staffed all over the world. So what’s the solution? 2) Agent Turnover. is one thing.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

Toister Performance Solutions

MARCH 11, 2021

This past year has been tough on contact center agents. The pandemic shifted more agents to working at home. Those who were at home already likely had their lives disrupted in some other way. Some contact centers endured unimaginable spikes in volume. percent from the 2015 survey.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 71

Customer Care outsourcing Employee engagement Contact Center 71

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Hodusoft

JANUARY 3, 2024

Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where agents can work from anywhere in the world without being tied to one particular place. What is CCaaS?

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. It provides the necessary contact point for customers to connect with brands, whether that be troubleshooting, simple questions or administrative needs. According to a Contact Center Helper report, 95.7% First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Upstream Works

MARCH 17, 2022

For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. Turnover in call centers has averaged 30% to 40%.

Contact Center 78

Contact Center Interactive Voice Response Self service Call Center 78

Aspect

JANUARY 12, 2018

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. In the contact center, you can think of customer contacts as representing the work to be done (or the packages to be delivered in the case of Amazon).

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. Along the way, we learned a lot about the obstacles customers and agents face today.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

Upstream Works

JUNE 25, 2020

This is the second article in a three-part series about how COVID-19 is impacting contact centers and how they can adapt to this new normal. In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. What We’ve Learned So Far.

Contact Center 78

Contact Center Management Self service Consulting 78

TeleDirect

MARCH 9, 2023

Learn about the latest trends in work-from-home call centers since the onset of the COVID-19 pandemic. Find out how companies are adapting to this new remote work model and how it impacts the customer service industry. One of the most striking is the relationship many people have with their work and career.

Call Center 62

Call Center outsourcing Technology Analytics 62

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. Intelligent Contact Routing to Self-Service.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Upstream Works

NOVEMBER 30, 2022

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. You want a partnership: a team of agents and managers that you would have been happy to hire. It’s true that no ordinary training program can do all of these things.

Contact Center 52

Contact Center outsourcing Management Sales 52

Aspect

OCTOBER 16, 2018

The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work. If you want your purchase delivered next day to your door, you order it from Amazon prime. If you want your food now, without having to go and pick it up, you order from Grubhub.

Contact Center 109

Contact Center Technology Personalization Management 109

TeleDirect

OCTOBER 23, 2023

Discover if a VoIP phone line is right for your business and how our team at TeleDirect uses this technology to enhance customer service. If you’re wondering, “ What is VoIP, and how does it work ?” What Is a VoIP Phone? An added benefit is that your employees are no longer fixed to their desks.

voip 62

voip Wireless call center solutions Call Center 62

JustCall

MARCH 7, 2023

The hybrid work model in contact centers is a mix of on-premises and remote work. The on-premise workers are located at the same facility as the contact center, while the remote workers are located outside the facility, usually at or other locations scattered throughout the globe. What Is Hybrid Work?

Contact Center 52

Contact Center voip Business Process Outsourcing Telecommunications 52

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? Your Knowledge Base is Hurting Your Agents. Read on to learn why. ”) The result?

Contact Center 81

Contact Center Call Center Scripts Coaching 81

Cisco - Contact Center

JUNE 29, 2020

Staying connected and being there for your customers is now more important than ever. Customer service and support has always been a mission-critical component for successful business operations, even as your teams have been scattered and working remotely. Transform Your Customer Experience.

Contact Center 97

Contact Center Call flow Enterprise Customer centricity 97

bold360 Blog

APRIL 1, 2020

We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Self service Abandon rate 95

aircall

JANUARY 24, 2022

Making your customers feel important is a vital component of this cycle. But warning: This doesn’t mean you can take customers for granted just because you have something they crave. It’s a mistake to view your customer support team as a cost center. Before people become your customers, consider that they’re people first.

Call Center 126

Call Center Best practices call center software CRM 126

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Supporting agents working from home while maintaining a high level of CX can prove to be a big challenge.

Average Handle Time 78

Average Handle Time Contact Center Upselling contact center solutions 78

Upstream Works

JUNE 10, 2020

While that alone could easily consume all your energy, the impact on your customers must be managed as well. With so much of business shifting to virtual spaces, the contact center has taken on a new kind of prominence that no one could have anticipated. These changes have also happened abruptly.

Contact Center 78

Contact Center Personalization Self service Best practices 78

JustCall

MARCH 7, 2023

Whenever you hear the term contact center, you imagine cubicles filled with employees, headsets on their heads resolving customers’ queries. Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

TeleDirect

JANUARY 12, 2023

Do you know how well your customer service team is performing? If you’re unsure of what type of experience your leads and clients are having, you should develop a way to track your customer service team’s performance. Your agents will have one job to do: answering your customers’ calls.

Customer Service 62

Customer Service Brand ambassadors Call Center Contact Center 62

TeleDirect

MARCH 9, 2023

What and where is the 855 area code number? If you are a business interested in establishing a toll-free number or looking for a professional customer call center service, we’re here to help. What and where is the 855 area code? So, perhaps you’ve received a call from an 855 area code lately.

Call Center 62

Call Center call center solutions Answering services Customer Service 62

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

JustCall

APRIL 4, 2023

As the first point of contact for customers, your inbound call center agents play an instrumental role in delivering a positive customer experience. From handling customer inquiries and complaints to providing product or service information, inbound call center agents are the voice of the company.

Call Center 52

Call Center call center software Upselling Scripts 52

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

Coaching 88

Coaching Contact Center Morale Analytics 88

Nicereply

AUGUST 3, 2021

If you have the volume, you should get a dedicated team. If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. How can you be sure you’re putting your customers in good hands?

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

UJET

JUNE 3, 2020

Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. Use the Right Technology.

Management 82

Management call center professionals Quality management Feedback 82

Global Response

JULY 17, 2023

To some degree, it depends on what you outsource. But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house. In this article, we’ll show you seven key ways using an outsourced call center can save your business money.

Call Center 62

Call Center outsourcing Upselling Self service 62

Vistio

APRIL 2, 2022

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. I just have to ask, do I have your permission to record this call for quality assurance? Really quick. Yeah, sure.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

SmartAction

APRIL 1, 2021

In the age of optimization and a need for speed, it makes sense why 73% of customers say valuing their time is the most important thing companies can do to provide them with good customer service. AI-powered virtual agents have come a long way since the days of “Press 1 for billing.

Virtual Agent 106

Virtual Agent CRM Wait times Engineering 106

Nicereply

MAY 11, 2021

Making sure customers can find all the information they need with minimal effort needs to be a priority. After all, customer support is responsible for the direct connection between your customers and your business, making it one of the most important factors for success. Can your customers even find your FAQ?

Self service 98

Self service Call Center Customer Support Metrics 98